Vikas Malhotra is Head- Business Solutions & Support at Hero MotoCorp, and has overlooked the organization's information support systems for the last 19 years. Malhotra recognizes his primary focus as mapping business needs with IT technology in a very efficient way.
As part of its digitization journey, innovative technological upgrades have been put to use at Hero Corp. It is the first in automotive industry to launch Digital Free Service Coupon (DFSC), where customers need not carry the physical coupons to avail free service of their two-wheelers. The customer can avail the same using customer mobile app or get the same verified using OTP.
A loyalty program for technicians, also known as ‘Asli Hero’ has been launched with the objective to develop an affinity from the mechanics community selling Hero Motocorp products by increasing engagement and recognizing them through a structured process. This involves labeling each part with unique random code and providing a platform for technicians to validate genuine parts and gain points for the same, which can be en-cashed using Loyalty Cash Card.
An electronic catalogue of more than 20K parts has been prepared which can be accessed using any mobile device. This was exposed to all customers, technicians and channel partners. One million spare parts per day are marked with unique number which is being used for checking genuine parts and increasing sales of the same by involving technicians for loyalty program which has helped in increasing their sales volumes.
According to Hero MotoCorp, the transformative initiatives have created customer satisfaction by improving availability of parts instantly. The workforce-enabled transformation has increased revenue by improving market penetration as well as led to reduction in cost and improvement in accuracy of data.